Partner Success Manager

5 months ago

Vancouver, Canada Xero Full time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

**How you’ll make an impact**

**What you’ll do**:

- Ownership of national strategy - create, execute, review and refine the change management and activation strategy for our Enterprise Partners as they move through the different stages of their Xero journey.
- Foster positive partner relationship(s); lead with service excellence, thought leadership, and proactive client management. Obtain the highest levels of partner satisfaction through responsiveness, regular communication, and ongoing risk mitigation
- Work collaboratively with the Enterprise Growth Managers on a growth strategy to understand the partners internal growth initiatives and how we deeper embed Xero to support their ambitions.
- Monitoring of account health metrics including activation, usage, and change specific analysis such as ADKAR analysis and/or PCT analysis
- Lead and conduct strategic kick-off meetings for partners to establish engagement model and partner strategy.
- Proactive identification of process improvements, operational efficiencies, and product upgrade opportunities.
- Feed into and help deliver powerful business reviews for partners. Content requires data/metrics that are meaningful, along with strategic opportunities for our partners to transform and improve their operations with Xero
- Ensures consistent and collaborative communication flows with key internal teams for stakeholder awareness and support
- You’ll maintain a set of KPI’s and report on performance regularly to your peers and manager.

**Success looks like**:

- Regularly demonstrating Xero’s core values - Human, Challenge, Team, Ownership, and Beautiful
- Achieving your set targets and KPIs
- Extensive project management and change management knowledge.
- Ability to influence and drive growth.
- Outstanding communication and presentation skills.
- An enthusiasm for building strong relationships.
- Demonstrated initiative and ability to work autonomously.
- Attention to detail and follow-up.
- Being process driven and taking ownership.
- Passion and desire to make a difference.
- Earning the trust of our accounting partners to guide them and their teams through change, both directly (demonstrate and do) and indirectly (empower and teach others).
- Managing multiple ongoing projects related to our partners and internal resources.

**What you’ll bring with you**:

- ** Change management**:Enthusiasm and passion for deploying strategies to lessen the impact of change on individuals and organizations.
- ** Building relationships**: A natural tendency towards building mutually beneficial partnerships and ability to create quick, strong rapport with accountants and other stakeholders
- ** Productivity**:Results driven with strong initiative and ability to work independently.
- ** Collaboration & teamwork**:Ability to work cohesively with Partner Services, wider GTM team and external partner teams.
- **Presentation skills**: Outstanding communication, planning and presentation skills.
- Experience creating, contributing to and/or deploying change management practices. Prosci certification will be highly regarded.
- Project management experience.
- Presentation delivery and resource creation experience.
- Accounting industry, software, and workflow knowledge.
- Experience in a client facing role.
- Experience selling or leading implementations for Xero or similar cloud platforms.

**Why Xero?**

At Xero, we are empowered to bring our ‘whole self’ to work. Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate. We care about learning together and celebrate our teams’ continuous improvement and career development.

Want to read more about inclusivity at Xero? Learn a little more about it here.

We offer a great remuneration package, including compelling benefits and perks, like Xero shares and great parental leave policies. We also support flexible working arrangements that allow you to balance your work, your life and your passions. Our Canadian Xero family includes Hubdoc and TaxCycle and we have offices in Toronto, Calgary, and Vancouver. From the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.

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